WWAD
Name one thing you should never promise a patron on-site.
A refund!
When are patrons able to digitally join the waitlist?
And for an extra 50 points... when are waitlist arrivals considered "late" and directed to the back of the line?
Two hours before the screening.
True or False: A "Waitlist Pass (badge)" is a physical credential.
False! This is a QR code patrons create by connecting their credit card to their "waitlist pass" via the app or the Sundance website. This is to be used as payment in the waitlist.
What is the starting cash amount when opening a shift in Eventive?
$0.00 (all sales are cashless)
A patron injures themselves. What do you do?
1. Call 911 if its an emergency
2. Radio incident command
3. Fill out an incident report
FALSE! Remain calm, cool, and collected. Even when the patron is escalated.
What three things need to happen once you are done loading the waitlist?
1. You collect the ATT tix from the access control volunteer.
2. You fill out the waitlist summary report.
3. You fill out the waitlist reconciliation form on the computer (ONLY your name, the # of comp tix and paid tix, and the # of people turned away in the waitlist)
When can staff and volunteer tickets be distributed?
For an extra 50 points.. how many staff and volunteer tickets can be distributed?
One hour per screening.
Bonus answer... it depends on the screening!
A guest insists they have a valid ticket, but you can't find it in Eventive. What do you do?
1. Have them locate their purchase confirmation email.
2. Try looking them up by last name only, first name only, and email only. Ask if it may be under a different email
3. If you STILL can't find it, reach out to Romana
What is the thing you should be doing at the start and end of every shift?
For an extra 50 points EACH, name two other things you should be doing at the end of your shift (and specifically the end of a closing shift)
1. Clocking in and out of ADP!
Bonus Answers:
2. Filling out the daily wrap report
3. Locking up the equipment and lost and found
3. Making sure all lost and found items are tagged
A patron asks if a celebrity will be at a screening. What is the appropriate answer?
We don't have confirmed information on who may attend. Schedules change a lot during the festival, so appearances aren't guaranteed.
Someone uses an unfulfilled ticket from their ticket package as payment for their waitlist spot. What kind of ATT ticket should they receive?
They should receive a voucher ATT ticket.
True or False. Single tickets can be exchanged.
False. Only tickets in ticket packages can be exchanged.
Where is the pairing code for the Eventive Terminal?
The last 9 digits of the serial number, found on the back of the terminal
If the venue wifi goes down, what two things should you do?
1. Connect the scanners and tablet to the venue manager's hotspot
2. Contact tech so they can resolve the issue
A guest refuses to leave the ticketholder line after being told they won't be able to enter. What is your next step?
Correct action: Escalate to TBO leadership or security
Model language:
“I’m going to bring in a coordinator to help us move forward.”
8 comp tickets were let in. The 4 staff tix, the 3 voucher tix, and 1 press ticket.
Which credentials receive free admittance in the waitlist line?
2. SIO
3. Staff
4. Volunteer (part-time must have a voucher)
True or False. If you are having issues with eventive, you should contact the tech team.
False! You should contact the Eventive team or Romana in the appropriate slack channel.
Which app do volunteers use to sign in and out of their shifts?
Bloomerang
How do you say no to a patron clearly without sounding dismissive at Sundance?
You start by acknowledging the person, then give a clear no, and then let them know what you can help with.
“I understand why this is frustrating. Unfortunately, I have to follow our policies and I can’t allow entry once the theater is full. What I can do is explain the waitlist process and let you know what options are still available.”
What is the most important thing to remember when scanning patrons and their companions in in the waitlist?
To scan the purchaser's QR code BEFORE the companion QR code.
Where and how can a sunvoucher be used?
When setting up your Eventive scanner to manage the waitlist line, what two things are most important to ensure success?
1. Make sure you are on rush scan mode (or rush pay if you need to process a credit card sale in the waitlist line!)
2. Use the filter function to make sure you are on the right screening (date, time, and venue)
Whatever it says their credential gets them, on the back of every credential.